1. SUKHENDU SAHA
173A/1 Dakshin Para Road, Kolkata 700063, West Bengal, India
Contact No: 91-9830886096, 033-24961536; Email: sukhendu.saha@gmail.com / sukhendu_s@rediffmail.com
Customer Service Operations & Delivery Management/ Business Operations Management/ Process
Operations Management
Offering 18+ years of extended experience across IT & telecom domain, seeking senior managerial role across the
industry
Executive Summary
• A qualified master of business administration specialized in operations management & ITIL V3 Foundation certified as
well as pursuing PMP & Six Sigma Green & Black Belt Certification.
• comprehensive experience in managing a wide variety of activities including Operations, Process Definition &
Documentation, Talent Acquisition & Management, Reporting & Client Communications, People Management, Quality
and Continuous Improvement.
• Adept in providing end-to-end Customer Service Delivery Solutions using ITIL Process for improving IT Services entailing
Continual Service Improvement, Service Operations.
• Proactive professional equipped with thorough knowledge & technical understanding in conjunction with demonstrated
capabilities in managing process verticals implementing process improvements for desired performance levels.
• Adroit in implementing service strategies according to the set targets and actively involved in controlling service
deliverable as per given SLAs & TAT.
• Demonstrated competences in setting up a strong network of dealers & corporate business associates to ensure wider
distribution and deeper market penetration.
• Exhibits excellence in establishing new IT infrastructure, LAN/WAN & Remote Administration and Security, Wireless
LAN / Internet Setup & Management, Email Clients Setup, Database Management, Application Management, ITIL
management Corporate IT Policy Guidelines, IT budgeting and Reporting.
• Excel in formulating strategies, driving process excellence initiatives, deriving substantial improvements across diverse
business processes with implementation of lean methodology, preparing process dashboard, SLA report, balance score
card to assess the performance of the process.
• Performing a wide range of People Management functions from recruiting through on-boarding, goal setting,
performance appraisal, training, competency building, resource utilization & capacity planning, knowledge transfer.
• Exceptional communication, presentation & interpersonal skills with proficiency at grasping new concepts quickly and
utilizing the same in a productive manner, Result driven and focused with immaculate work habits, man-management,
time management and leadership skills.
Core Competencies
Process Operations Management Service Delivery Management Process Improvement Quality Management
Corporate Counselling Client Servicing & Management MIS/Reporting Budget Management
Relationship Management Post & Pre Sales Support Resource Planning Networking
Business Planning & Development System Administration IT Infrastructure Team Leadership
Experience Recital
Gee Pee Infotech Pvt. Ltd., Kolkata Apr’09-Till Date
Assistant General Manager
Products Handling: GEEPEE Mobile Products & BSNL Telecom Products
Key Deliverables
Service Operations & Delivery Management
• Spearheading efforts across management of 250 service centres & one R&D centre to cater the service deliverables at
PAN India Level.
• Reviewing existing systems & procedures and designed internal controls/quality audit checks for various operational
areas for achieving higher operational efficiency, resource rationalization and cost reduction.
• Managing service operations for rendering and achieving quality services; providing first line customer support by
answering queries and resolving their issues, ensuring minimum TAT and quality service.
• Planning the process effectively with overall responsibility for maintaining various process metrics and strictly adhering
to the compliance procedures at all times.
• Assuring that appropriate processes are maintained and identifying weak areas to improve process and providing
suggestions regarding improvement of processes.
• Ensuring highest standard of customer satisfaction and quality service; developing new policies and procedures to
improve based on customer feedback and resolving customer queries via correspondence & email channels.
• Supervising the team and supporting them to troubleshoot issues and manage escalations appropriately.

2. • Retain customers by providing best possible service in terms of immediate response to enquiries, quick execution of
orders & by keeping the customers updated.
• Determine process gaps and design & impart training to new entrants for enhancing operational efficiency and retaining
talent by providing optimum opportunities for personal and professional growth
• Structure annual operational budget & implement control measures to contain expenses within defined limits.
• Involve in procurement of spare part & distribution of its through central warehouse at Kolkata.
• Oversee the Supply chain functions and maintaining a clear distribution system across the organization.
Sales & Business Development
• Key player in analysis, development, and implementation of strategic business plans & policies, ensuring organizational
growth, targeting maximum profitability & cost effectiveness.
• Efficiently maintained a constant vigil on market dynamics and attuned marketing strategies to exploit available
opportunities.
• Planning & conceptualizing various strategies to achieve business goals aimed towards the growth in business volumes
as well as profitability, ensuring the usage of modernized tools of development, expansion and diversification as per the
need and resources available.
• Taking care of new ASC appointment, successful running of ASCs’ in each & every states, close monitoring towards every
ASCs’ through respective State In-charges.
• Taking care of CSAT of Distis, C&F, SS & as well as Retailers.
• MSL management at Channel locations & for H.O. repair factory.
• Building brand focus in conjunction with operational requirements thereby, ensuring maximum brand visibility and
optimum market shares.
• Accountable for relationship management with key accounts to enhance sales growth through corporate presentation &
seminars
• Devising & implementing pre & post marketing activities for successful launching of new products.
• Conceptualizing and implementing promotional activities as a part of market development and brand building effort
while managing overall sales function across the designated region.
• Streamlining overall operations pertaining to business development, and customer service; judiciously looked after
channel management & demand forecasting.
Technical Support & Management
• Providing technical leadership while estimating and evaluating the effort/schedules and managed the team and its
grievances while training them on the project architectures.
• Tracking project progress in terms of cost, resource deployment, time over runs and quality compliance and proactively
identified and rectified problems to ensure adherence to delivery time-lines.
• Supervising project engagements from inception to completion, liaising with the internal team to ensure project delivery
within strategy, on time and on budget.
• Handling various technical aspects of the Project including analysis of project requirements, technical guidance,
estimation, scheduling & finally deliver solutions to clients while focusing on competence enhancement activities.
Team Management
• Coordinating with the HR to plan and estimate resource requirements; acquire best talents and ascertain retention of
productive employees.
Previous Work Assignments
RT Outsourcing Services Ltd., New Delhi Sep’06-Mar’09
Partner Manager - East
• Supervised Partner Management activities in East along with compliances (Service & Process) as per SLAs’ of OEM
customer.
• Executed 16 IT & Telecom Projects like Display Device (IBM, HP, AOC, Acer etc.), PCs’ & Laptop (Acer/Toshiba/HP) and
Telecom (Sony Ericsson, HTC, Huawei - TATA/Reliance, Micromax, Voxtel) & IT Projects (AMC, Asset collection, Pre-AMC)
• Interacted with almost 50 Partners in entire east (developed 34 partners since joining).
• Nominated as Best Partner Manager amongst 4 regions.
Sysnet Global Technologies Pvt. Ltd., New Delhi Oct’05-Aug’06
Branch Manager -EAST
• Administered the total AMC business volume of 60 Lacs and Monthly Sales of 45 Lacs.
Inforace Solutions Pvt. Ltd., Kolkata Feb’04-Sep’05
Manager - Customer Support
Computech International Ltd., Kolkata Jun’02-Jan’04
Sr. Manager - Customer Support
SysComp Impex Pvt. Ltd., Kolkata Jan’98-May’02

3. Manager - Customer Service
Bard Roy Infotech Pvt. Ltd., Kolkata Jan’97 – Dec’97
Sr. Customer Support Executive
Communications & Networking, Kolkata Jan’96 – Dec’96
Senior Customer Service Engineer
Compu Data Systems, Kolkata Jan’95 – Dec’95
Customer Service Engineer
Lohia Jute Press Pvt. Ltd., Kolkata Dec’93 – Dec’94
Field Manager - Technical Support
Academic Credentials
Master Of Business Administration (Operations); Sikkim Manipal University 2012
Bachelor Of Science; Calcutta University 1991
Professional Certifications & Trainings Attended:
• Computer Hardware (Microprocessor & PC Maintenance) Course -Webel, Kolkata (Year-1993)
• P.G. Diploma in Computer Application -IMA, Kolkata (Year-1994)
• Completed CNE Course from Datapro, Kolkata (Year-1996)
• Completed NCIP Course from Tulec, Kolkata (Year-1998)
• Intel Server Integration Training – Online Test Certificate (Year-2002)
• Completed Internal Auditor Course from Intertek (Year-2008)
• Completed ITIL V3 Foundation Certification (Year-2012)
• Participate in Benchmark Six Sigma Workshop on June’2012
• Completed Six Sigma Green Belt Certification on Nov’2012
Personal Details
Date Of Birth: 12th January, 1971
Language Proficiency: Hindi & English
Reference: Available on request